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Nutanix is seeking a Technical Support Engineer with a strong focus on hardware support for enterprise-grade servers within hyper-converged infrastructure environments. You will serve as a primary technical escalation point for hardware-related support cases from global customers, providing remote assistance to field engineers during hardware replacement activities and handling support tickets related to hardware issues.
Key responsibilities include:
- Provide remote technical support via phone and screen-sharing to field engineers performing hardware replacements
- Troubleshoot complex issues involving servers, storage, and networking in Nutanix-based hyper-converged systems
- Perform in-depth log analysis, firmware validation, and system health checks
- Collaborate with engineering teams and vendors for hardware failure analysis and RMA investigations
- Guide field teams through hardware replacement procedures and validations
- Own and drive critical incidents to resolution with minimal customer downtime
- Work on support tickets, ensuring timely and accurate problem framing and resolution
- Escalate to specialized technical resources when required
- Document cases and maintain accurate records in the support system
- Contribute to and maintain internal knowledge-based articles and troubleshooting guides
- Identify recurring issues and work with engineering to drive long-term solutions and design improvements
- Collaborate with customers and field engineers to deliver seamless support experiences
The role operates in a hybrid capacity with a minimum of 3 days per week in-office presence, blending remote work with in-person collaboration.
REQUIREMENTS:
- 2+ years of hands-on experience in enterprise hardware support or systems engineering
- Hardware expertise: proven experience in server hardware replacement and troubleshooting
- Networking: basic to medium networking knowledge (IP addressing, VLANs, connectivity troubleshooting)
- Linux: basic to medium system management skills with CLI
- Virtualization: basic to medium level experience with VMware and/or AHV (or similar KVM-based hypervisors)
- Fluent in English with strong ability to handle calls and video sessions professionally
- Ability to frame technical problems accurately and perform effective troubleshooting before escalation
- Familiarity with enterprise support environments and ticketing systems
- Customer-focused mindset with excellent problem-solving skills
- Ability to follow procedures, guide others through technical tasks, and manage escalations effectively
NICE TO HAVE:
- Storage: basic to medium understanding of storage concepts
- Experience with Nutanix clusters or similar hyper-converged platforms
- Experience with process documentation and knowledge bases
- Experience in root cause analysis
